Engineering Manager, Support Experience

You will lead and grow an established, high-performing engineering team within the Support Experience organisation. Your job is to start with what's been built and make it better: grow the team, elevate the technical bar, and expand the team's impact across Stripe.

Responsibilities:

• Hire, lead, and manage a team of talented engineers, providing mentorship, guidance, and support to ensure their success.
• Collaborate with cross-functional stakeholders, including product managers and designers, to understand customer needs and translate them into technical solutions.
• Define the technical vision and roadmap for the suite of products managed by the team, aligning it with business objectives and industry best practices.
• Drive the execution of projects, overseeing the entire development lifecycle from planning to delivery, while maintaining high standards of quality and timely completion.
• Foster a collaborative and inclusive work environment, promoting innovation, knowledge sharing, and continuous improvement within the team.
• Stay up-to-date with emerging technologies, industry trends, and advancements in AI and customer experience practices to identify opportunities for improvement and innovation.
• Communicate effectively with stakeholders, providing regular updates on project status, progress, and any potential risks or challenges.

Minimum requirements:

• 3+ years of experience managing teams that build and operate full-stack web applications at scale, and 10+ years of overall industry experience.
• A passion for supporting both external users and internal customers.
• Successfully recruited and built great teams.
• The ability to thrive with a high level of autonomy and responsibility.
• The desire to encourage a healthy, inclusive work environment that's both supportive and challenging.
• Clear and persuasive writing and in-person communication.

Preferred qualifications:

• Experience designing, deploying, and owning Agentic LLM solutions (e.g., multi-step orchestrators, tool use/function calling) specifically for complex customer support or internal workflow automation.
• You are comfortable planning in quarters, and can set a vision for several years.
• You are excited about collaborating with teammates across Stripe's organisation to provide a wonderful support experience to users.
• You are comfortable working with geographically distributed teams.
• Experience managing multiple engineering teams.